Student Success Systems Coordinator

Working Title: Student Success Systems Coordinator

State Role Title:Information Technology Specialist II

Position Type:Full-time Staff (Classified)

Position Status: Full-Time

FLSA Status: Exempt: Not Eligible for Overtime

College/Division: Student Academic Success

Department: 100756 - Student Success Analytics

Pay Band:5

Pay Rate:Maximum Starting

Specify Range or Amount: $68,000

Is this a JMU only position?No

Is this a grant-funded position?No

Is this a Conflict of Interest designated position?No

Beginning Review Date:03/14/2026

About JMU:

At James Madison University (JMU), we're more than just a publicly funded institution - we're a vibrant, welcoming community located on a stunning campus where innovation, collaboration, and personal growth thrive. Our mission is to prepare students for a bright future, and we believe that starts with supporting the people who make it all possible: our employees.

Why Work at JMU?
We offer a comprehensive benefits package designed to support your professional journey and personal wellbeing:
* Generous Leave: Enjoy paid vacation, sick leave, parental leave, community service leave, and 19 paid holidays annually.
* Comprehensive Health Coverage: Access high-quality health insurance options that fit your needs.
* Retirement Options: Plan for your future with retirement benefits through the Virginia Retirement System.
* Employee Well-Being: Our Balanced Dukes program promotes wellness and work-life integration through resources, events, and support.
* Tuition Waiver Program: Advance your education with our tuition waiver program for undergraduate and graduate courses taken at JMU.

At JMU, we believe in Being the Change - and that starts with creating an environment where you can grow, contribute meaningfully, and feel supported every step of the way.

Discover what makes JMU a great place to work: bit.ly/JMUEmployment

General Information:

The Vice Provost's office for Student Academic Success at James Madison University is accepting applications for a Student Success Systems Coordinator. This position reports to the Director of Student Success Analytics and supports the strategic vision of the Student Success Analytics team (SSA), which is designed to achieve the highest level of data maturity that maximizes success outcomes for all students. This position represents a strategic partnership between Academic Affairs and Student Affairs to pursue a holistic approach to student success at JMU.

The Student Success Systems Coordinator will design and implement campaigns to foster student success, retention, and graduation. They will also support the student case management that happens through the Early Student Success System. The ideal candidate will have experience in academic advising and/or student retention campaigns and a commitment to student success. A working knowledge of databases and data analysis is needed in order to produce reports and assess the success of student success initiatives.

The Student Success Systems Coordinator is a member of the SSA, which provides day-to-day coordination and support of the Early Student Success System by acting on data-informed insights, collaborating with student success and retention partners on programming, and advocating for student empowerment and agency. The Student Success Systems Coordinator will collaborate with SAS team members and colleagues across JMU, but especially University Advising, Pre-Professional Health Advising, transfer student advising, faculty, Dean of Students, Orientation, Residence Life; Academic Affairs and Student Affairs leadership.

Competitive applicants will be able to demonstrate how they have been successful in fast-paced, evolving, and dynamic university environments, using innovation and serving as a change-agent to support more sophisticated approaches to student success.

Duties and Responsibilities:

Student Success Campaigns
* Design and evaluate student success retention campaigns and initiatives for specific student populations for retention and engagement opportunities, such as undergraduate research, academic learning support, course sequence advising, etc.
* Create and share reports to track utilization and impact of services, analyze trends, and propose modifications to contribute to student success
* Collaborate with the SSA team to advance the broader assessment agenda of new student success and retention initiatives
* Coordinate early success campaigns and student outreach, based on mid-term grades, progress reports, course assessment results, and other data
* Other duties as assigned, related to retention and student success

Student Case Management
* Coordinate day-to-day operations of Student Case Management (SCM) as part of the Early Student Success System, ensuring timely intake, triage, routing, documentation, and follow-up for academic concerns, enrollment issues, and student support needs.
* Use MyMadison Connect (Salesforce CRM) to open, manage, update, and close student cases, ensuring accurate recordkeeping, consistent use of CRM workflows, and a 360 view of the student experience.
* Collaborate with the Dean of Students team in providing direct support to students through Madison Cares, a centralized program to refer or consult about students of concern.
* Serve as a primary connector among academic units, Student Affairs partners, advising offices, and administrative units (e.g., Registrar, University Business Office) to resolve student issues efficiently and reduce duplication of outreach.
* Apply case triage judgment to determine the appropriate point of contact (e.g., Academic Unit Head, Associate Dean, Registrar,) and escalate cases when necessary.
* Communicate with faculty, advisors, and students in a professional, clear, and student-centered manner when requesting information, coordinating support, or clarifying case details-especially in sensitive or high touch cases.
* Maintain and audit case documentation to ensure data integrity, privacy, and adherence to university guidance regarding data ethics, restricted cases, and FERPA sensitive information.
* Identify patterns in student issues by monitoring trends in case volume, categories (e.g., enrollment, major/college, policy, academic concerns), and student behavior signals to inform proactive campaigns and institutional improvements.

Campus Collaboration
* Work collaboratively with JMU academic and student support units to coordinate student success efforts
* Interact with faculty advisors, primary role (professional) advisors to implement advising improvements, including effective and comprehensive use of the Salesforce student success software

Qualifications:

* Significant professional experience in academic advising, student success, retention or related student engagement and service offices, such as dean of students, residence life, or other student affairs units
* Awareness of and commitment to the value of data privacy, security, and ethics
* Experience of higher education in student support, teaching, advising, mentoring or similar positions related to student success and retention
* Knowledge of database software applications and systems, strong analytical skills, advanced computer skills
* Awareness of and commitment to access in student success and retention, especially the use of data and data analytics
* Ability to communicate effectively, both orally and in writing, and to organize and present facts and strategies in a persuasive manner
* Experience in analyzing complex situations and make responsible and appropriate decisions
* Experience establishing and maintaining effective working relationships with individuals and groups and to work successfully as a member of a team

Additional Considerations
* Knowledge of best practices in student success and retention strategies, especially understanding barriers and opportunities that different student populations experience
* Experience leading or working within an assessment plan in a higher education context
* Experience leveraging technology and data for communications, case management, and student success (Customer Relationship Management, Learning Management Systems, etc.)
* Experience facilitating training and workshops

Additional Posting Information:

Conditions of Employment:

Employment is contingent upon the successful completion of a criminal background check.

E-Verify Notice: After accepting employment, new hires are required to complete an I-9 form and present documentation of their identity and eligibility to work in the United States. James Madison University uses the E-Verify system to confirm identity and work authorization.

EEO Statement:

James Madison University is committed to creating and supporting a diverse and inclusive work and educational community that is free of all forms of discrimination. This institution does not tolerate discrimination or harassment on the basis of age, color, disability, gender identity or expression, genetic information, national origin, parental status, political affiliation, race, religion, sex, sexual orientation or veteran status.

We promote access, inclusion and diversity for all students, faculty, staff, constituents and programs, believing that these qualities are foundational components of an outstanding education in keeping with our mission. The university is interested in candidates whose experience and qualifications support an ongoing commitment to this core quality.

Anyone having questions concerning discrimination should contact the Office for Equal Opportunity: (540) 568-6991.

Reasonable Accommodation:

If you are an individual with a disability and need assistance searching or applying for jobs please contact us at (540) 568-3597 or jobs@jmu.edu. You may also visit the JMU Human Resource Office, located at 752 Ott Street, Harrisonburg, VA 22807 and we will be happy to assist you.